Complaints And Quality Management
Quality through customer service

Aim
To demonstrate The value of addressing The causes of customer complaints to improve The quality process.

The video
This witty program makes it painfully obvious that There is only one thing worse than a problem that leads to a dissatisfied customer and that is a problem that crops up again and again because no one has attempted to solve The underlying issue.

This is not in The way The manager of a retail operation responds by conducting a witch-hunt. She comes to realize that it is better to research The problem without apportioning blame to individuals. She also learns that it's important to let The people involved find a solution and this often means getting different departments to talk to each other.

Features and applications

Managers will learn how every complaint can be used to improve The quality process
Better quality products and processes lead to fewer complaints, improved morale, and more satisfied customers

Format: DVD or VHS
Length: 28 mins
Additional Materials:
n/a